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Tram Passenger Survey (TPS) Tram Passenger Survey (TPS)

Tram Passenger Survey (TPS) - PowerPoint Presentation

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Tram Passenger Survey (TPS) - PPT Presentation

Midland Metro Autumn 2017 results March 2018 Rosie Giles Tel 0300 123 0842 Email RosieGilestransportfocusorguk Insight Team Transport Focus Fleetbank House 26 Salisbury Square London EC4Y 8JX ID: 757955

autumn tram passengers journey tram autumn journey passengers headline base 2017 satisfied 2016 midland satisfaction passenger cent metro 2013

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Slide1

Tram Passenger Survey (TPS) – Midland Metro

Autumn 2017 results

March 2018

Rosie GilesTel: 0300 123 0842 Email: Rosie.Giles@transportfocus.org.ukInsight Team, Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JXSlide2

Contents

2

Overview

Context to the survey 3

Summary of 2017 findings 6

The findings

Experience and opinions of the journey 14

Waiting at the stop 22

The tram 29

Negative experiences during the journey 34

Passengers’ suggested improvements 38

Opinion of trams in local area 41

Further information

Appendix 1: Passenger and journey context 45

Appendix 2: Further detail on survey background and method 62

Appendix 3: Questionnaire 68Slide3

Tram Passenger Survey (TPS) – Midland Metro

Context to the survey

3Slide4

4

Background to the 2017 survey

The Tram Passenger Survey (TPS)

*Glasgow Subway was included for the first time in 2017. Due to the difference of this Subway network compared to tram networks it is excluded from this report, as well as any ‘All Networks’ results, and can be found in a separate report.The TPS provides a consistent, robust measurement of passenger satisfaction with tram services in BritainIt also informs our understanding of barriers to (greater) tram use, how to encourage greater use, and how to improve the passenger experience Comparisons can also be made with passenger experiences on buses and trains, as measured by the Bus Passenger Survey (BPS) and National Rail Passenger Survey (NRPS) The 2017 TPS covered tram services in Manchester, Birmingham, Blackpool, Nottingham, Sheffield and Glasgow*. Edinburgh Trams was covered in 2014-2016.

The survey method

Passengers are approached while making a journey; they answer the survey about that journey specifically

The questionnaire is self-completion, with passengers offered a choice of online or paper

Interviewers approached passengers on all days of the week between 6am and 10pm, between

18 September and 8 December 2017

501

surveys were completed for Midland Metro in autumn 2017

For further details of the survey method, see AppendixSlide5

The Network

Passenger Journeys

Ticket Purchasing

Information at stops

Frequency

Engineering disruptions/other notes

1

line

26 stops

13 miles

6.2*

million

TVMs

at stops

Conductors on board

Info boards at some stops (TTs, fares)

Passenger

Info Displays

Mon-Sat: every 6-15

mins

Sun: 15

mins

Network

extension to Grand Central (New Street Station) opened on 30 May 2016 and was included in the TPS 2016

Network improvement works meant that two tram stops at the Wolverhampton end of the route were closed for the duration of fieldwork in 2017 (Wolverhampton St George’s and The Royal)

7 lines93 stops57 miles40.7**millionTVMs at stopsConductors on board Info boards all stops (TTs, fares)Passenger Info Displays (Not all stops on Bury and Altrincham lines) Mon-Sat: every 6-12 minsSun: 12-15 minsAirport line opened late 2014, covered for first time in 2015 Exchange Square and link with Victoria opened in December 2015Increasing use of double carriage tramsSecond City Crossing opened in February 2017 enabling quicker journeys across the cityA tram collision on the 10th November 2017 affected two shifts which were rescheduled due to no trams running1 line38 stops11 miles5.1* millionTVMs at stopsConductors on board Info boards at stops (TTs, fares)Passenger Info Displays Mon-Sat: every 15-30 minsSun: 15-30 minsBlackpool illuminations 1 Sep to 5 Nov 2017Heritage trams operate bank holidays, weekends and summer; not covered in this researchNo significant issues affected fieldwork2 lines50 stops20 miles16.4* millionTVMs at stopsConductors on board Info boards all stops (TTs, fares)Passenger Info DisplaysMon-Sat: every 3-15 minsSun: 5-15 minsNo significant issues affecting fieldwork3 lines48 stops18 miles12.6*millionTVMs at stopsConductors on board Info boards at stops (TTs, fares)Passenger Info DisplaysMon-Sat: every 5-20 minsSun: 10-20minsNo significant issues affecting fieldwork

Nottingham

Sheffield

Manchester

Midland

Metro

The Midland Metro network in context

*Source: Department for Transport, Passenger journeys on light rail and trams by system in England, 2016/17

**Source: Direct from operator

5Slide6

Tram Passenger Survey (TPS) – Midland Metro

Key findings

6Slide7

7Slide8

[Headline]

[Second Headline]

[Footnote]

Overall journey satisfaction: trend over time

Overall journey satisfaction: 2017

All Networks*

*All networks includes different networks each year. 2013 and 2017 exclude Edinburgh Trams. 2013-2016 exclude Glasgow Subway

Passenger experience: a snapshot

Midland

Metro

Nottingham

Sheffield

Manchester

8Slide9

[Headline]

[Second Headline]

[Footnote]

The top factors linked to overall journey satisfaction*

What makes a satisfactory journey?

What makes a great journey?

Information throughout journey

Access to the tram stop

Personal safety throughout journey

3%

1%

1%

What makes a satisfactory or great journey on Midland Metro?

2%

2%

*Key Driver Analysis looks at fare-paying passengers’ overall journey satisfaction response and their response to the 25 individual satisfaction measures in the survey (including value for money), which have been grouped into 10 themes based upon a statistical analysis of the responses.

The left hand chart shows which themes most differentiate between those not satisfied and satisfied overall – making a journey ‘satisfactory’.

The right hand chart shows which themes most differentiate between those fairly and very satisfied overall – making a ‘great’ journey.

The analysis combines data from 2016 and 2017 surveys to increase robustness. It also excludes satisfaction measures relating to tram staff; due to differences in staff availability across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been excluded.

See appendix 2 for a full explanation of the analysis to identify factors linked to overall journey satisfaction.

9Slide10

88

91

68

88

90

Passenger experience in the Midlands 2017: across the network

Satisfaction with key measures:

*Drivers of satisfaction differ by network. The most common drivers across TPS are shown here

Satisfaction with other measures which make a satisfactory or great journey:

75

75

72

81

82

Statistically significant

increase

since 2016 (All networks)

No change (All networks)

Statistically significant

decrease

since 2016 (All networks)

All Networks

10Slide11

11Slide12

Midland Metro 2017: summary of key findings (1)

12

90 per cent of Midland Metro passengers are satisfied with their journey overall. This is slightly lower than last year, but not significantly so (2016: 92 per cent). Overall satisfaction is higher than the same measure on the Bus Passenger Survey in the West Midlands (85 per cent)

Overall satisfaction with the journey is lower amongst males (86 per cent), younger age groups (88 per cent for those aged 16-34) and commuters (88 per cent)For Midland Metro the key factor which makes journeys both satisfactory and great is the on board environment and comfort of the tram. Satisfaction has remained quite consistent with last year but the comfort of the seats continues to be the lowest rated attribute by some way (58 per cent satisfied)

The next most important factor which makes a journey on Midland Metro satisfactory is the timeliness of the tram. Satisfaction with both punctuality and the length of time waiting for the tram have increased significantly (punctuality increases from 87 per cent in 2016 to 92 per cent; wait time increased from 86 per cent to 92 per cent)

The second most important factor which makes a journey great is personal safety during the journey. At the tram stop personal safety is the second lowest rated aspect (81 per cent satisfied); on board satisfaction with personal security is a little higher (83 per cent satisfied)

Amongst fare paying passengers, 68 per cent are satisfied with value for money. Similar to overall journey satisfaction, younger passengers and commuters are least satisfied (62 per cent amongst those aged 16-34 and 65 per cent of commuters)Slide13

Midland Metro 2017: summary of key findings (2)

13

When evaluating value for money the most important factor is the cost of the tram versus other modes of transport

4 per cent of passengers experienced a delay in 2017 (6 per cent in 2016), and when delays were experienced they lasted 7 minutes on average40 per cent of passengers spontaneously mentioned an improvement that could have been made to their journey. The most common improvement related to the design, comfort and condition of the tramOther improvements mentioned relate to the seating and capacity on board, as well as the frequency of trams and the route

Almost three quarters of passengers (69 per cent) are using Midland Metro to commute to work or education (52 per cent for work and 17 per cent for education)

The majority of passengers are travelling with a season ticket (61 per cent)

The profile of passengers travelling on Midland Metro is quite young, with 43 per cent falling into the 16-34 age group. This is a little lower than 2016, but not significantly soSlide14

Tram Passenger Survey (TPS) – Midland MetroExperience and opinions of the journey

14Slide15

[Headline]

[Second Headline]

[Footnote]

Satisfaction with today’s journey:

Experience and opinions of the journey: summary

Overall journey

Value for money

Punctuality

On-vehicle journey time

Autumn

2016

Autumn

2013

Autumn

2014

Autumn

2015

Autumn

2017

Buses in West Midlands

15Slide16

Who are satisfied and not satisfied passengers? – Midland Metro

Very satisfied passengers

are more likely to:

Fairly satisfied passengers

are more likely to:

Not satisfied passengers

are more likely to:

Journey purpose

Base: those ‘very satisfied’ with journey overall (276)

Base: those ‘fairly satisfied’ with journey overall (164)

Base: those ‘neither/nor’, ‘fairly dissatisfied’ or ‘very dissatisfied’ with journey overall (39)

Time of travel

Frequency of travel

Age and gender

Trust in the operator

Access to private

transport

Midland Metro

Be split between

commuting

and

leisure

journeys (57% and 40% respectively)

Be travelling during

off-peak weekday

times (44%)Be commuting (82%)Be travelling at peak times (63% peak; 30% peak morning; 33% peak afternoon)Be travelling the least frequently (40%)Be travelling less frequently than those who are no satisfied (62%)Have moderate access to private transport (46%)Have the most easy access to private transport (46%)Be from a relatively even set of age groups (37% 16-34; 37% 35-59; 26% 60+) with a close gender split (female 52%; male 45%)Be between 16-34 (55%) with a close gender split (female 53%; male 45%)Have high levels of trust (85% rated 6-7 on a 7-point scale)Have medium to high levels of trust (91% rated 3-7 on a 7-point scale)Be commuting (84%)Be travelling at peak times (68%), particularly on peak morning journeys (37%) more than those who are fairly satisfiedTravel the most frequently (83%) more than very/fairly satisfiedHave easy to moderate access to private transport (82%; 42% ‘easy’) less than fairly satisfied (46 ‘easy’)Be between 22-34 (47%) and primarily male (71%)Have low levels of trust (78% rated 3-5 on a 7-point scale)16Slide17

[Headline]

[Second Headline]

[Footnote]

Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today?

Base: All passengers – 479

92

91

93

92

89

100

92

91

92

90

91

99

90

87

92

87

91

94

81

78

84797692Overall satisfaction (%) – by gender and age Autumn2016Autumn2013Autumn2014Autumn2015Total fairly/very satisfied Autumn2017All passengers90869588909617Slide18

[Headline]

[Second Headline]

[Footnote]

Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today?

Base: All passengers – 479

92

92

94

91

94

92

90

98

90

95

90

87

99

84

98

81

77

92

77

89

Overall satisfaction (%) – by Passenger typeAutumn2016Autumn2013Autumn2014Autumn2015Total fairly/very satisfied Autumn2017All passengers909095889518Slide19

[Headline]

[Second Headline]

[Footnote]

Q. How satisfied were you with the value for money of your journey?

Base: All fare-paying passengers – 360

68

64

69

66

76

67

65

65

65

70

62

59

69

58

74

62

56

68

62

56

Value for money (%) – fare-payers onlyAutumn2016Autumn2013Autumn2014Autumn2015Total fairly/very satisfied Autumn2017All passengers686272658019Slide20

NOTE: Those not satisfied with value for money includes respondents answering ‘Neither satisfied nor dissatisfied’

Q. What had the biggest influence on the ‘value for money’ rating you gave in the previous question?

Base: All fare-paying passengers 337

[Headline]

[Second Headline]

[Footnote]

What influenced value for money rating (%)

Those not satisfied with value for money

Those satisfied with value for money

20Slide21

[Headline]

[Second Headline]

[Footnote]

Q.

How satisfied were you with each of the following…Punctuality?

Base: All passengers – 452

Q. How satisfied were you with the amount of time your journey on the tram took?

Base: All passengers – 471

Punctuality and on-vehicle journey time

Autumn

2016

Autumn

2013

Autumn

2014

Autumn

2015

Total fairly/very satisfied

Autumn

2017

92

86

Satisfaction with punctuality

Satisfaction with on-vehicle journey time

87

8688858889878621Slide22

Tram Passenger Survey (TPS) – Midland MetroWaiting at the stop

22Slide23

Waiting at the stop: summary

Overall satisfaction with stop

Distance from journey start

Convenience/accessibilityGeneral condition and maintenance

Freedom from graffiti/vandalism

Freedom from litter

Behaviour of other passengers

Information provided

Personal safety

92

83

87

86

89

80

85

82

81

77

83

84

71

72

66

N/A*

7172Buses In the West MidlandsWaiting times:Expected wait timeSatisfaction: expected waiting timeActual reported wait timeBuses in the West Midlands925 mins4 mins708 mins8 minsChecking tram information:Passengers who checked tram timeInfo sources used before arriving at stopInfo sources used at stopAmong those that didn’t check…8579Online tram times and paper timetableElectronic display at the stop 70%89% knew the trams ran frequently23*Not asked in BPSLive position updates and online timetableDigital display50% knew the buses ran frequentlySlide24

[Headline]

[Second Headline]

[Footnote]

Q. Overall, how satisfied were you with the tram stop? & Q. Thinking about the tram stop itself, how satisfied were you with the following:

Base: All passengers – 478

Satisfaction – with the tram stop (%)

Autumn

2016

Autumn

2013

Autumn

2014

Autumn

2015

Total fairly/very satisfied

Autumn

2017

92

89

87

86

85

83

82

81

8088908989838579808490918685868280858588888184877878808890878883848379798324Slide25

[Headline]

[Second Headline]

[Footnote]

Q. How satisfied were you with each of the following? & Q. Thinking about the time you waited for the tram today, was it […] than expected?

Base: All passengers – 482

Satisfaction with waiting time (%)

Autumn

2016

Autumn

2013

Autumn

2014

Autumn

2015

Total fairly/very satisfied

Autumn

2017

92

90

Length of time

had to wait

Actual versus

expected waiting time

86

83

878386838789Total about the same or a little/much less than expected25Slide26

[Headline]

[Second Headline]

[Footnote]

Q. Approximately how long did you expect to wait for the tram? & Q. Approximately, how long did you wait for your tram

Base: All passengers – 501

Expected and reported waiting times

Reported tram waiting time

Expected tram waiting time

Average expected waiting

time 5.4 minutes (2016: 5.8 minutes)

Average reported waiting

time 4.3 minutes (2015: 4.9 minutes)

7

55

35

1

2

9

56

30

4

2

12

51

34

319513722Autumn2016Autumn2013Autumn2014Autumn2015Autumn20172447241327442244254526222745233126Slide27

[Headline]

[Second Headline]

[Footnote]

Q. Did you check any of the following to find out when the tram was meant to arrive?

Base: All passengers – 501

How passengers checked tram times

At the tram stop

Before Leaving the tram stop

4

8

6

3

11

5

7

7

5

7

3

15

9

2

6

5

8

5310Autumn2016Autumn2013Autumn2014Autumn2015Autumn201766212146831224684121468621027027Slide28

[Headline]

[Second Headline]

[Footnote]

Q. If you did not check to find out when the tram was meant to arrive, why was this?

Base: All not checking tram arrival information – 61

*Not asked before 2016 **Not asked in 2016 and 2017

Why passengers did not check tram times

Autumn

2013

74

21

1

4

N/A*

2

Autumn

2014

73

8

7

5

N/A*

7

Autumn

2015

761724N/A*1Autumn201677162921N/A**Autumn2017N/A**8928Slide29

Tram Passenger Survey (TPS) – Midland Metro

The tram

29Slide30

[Headline]

[Second Headline]

[Footnote]

The tram: summaryInterior cleanliness

Info on board

Seat/standing space

Seat comfort

Personal space

Provision

grabrails

Temperature

Personal security

Route info on tram

Exterior cleanliness

Ease getting on

Time taken to board

93

88

66

58

65

73

77

83

88

91929387636686757470847774837778Start of journeyOn boardAppearance GreetingHelpfulness/attitudeSafety of drivingSmoothness journeyThe staff917984897483788987Buses in the West MidlandsBuses in the West MidlandsBuses in the West Midlands30Slide31

[Headline]

[Second Headline]

[Footnote]

Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following:

Base: All passengers – 463

Satisfaction with start of journey (%)

Autumn

2016

Autumn

2013

Autumn

2014

Autumn

2015

Total fairly/very satisfied

Autumn

2017

93

92

91

88

90

90

91

86

91908681888784849594928731Slide32

[Headline]

[Second Headline]

[Footnote]

Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following:

Base: All passengers – 480

Satisfaction on the tram (%)

Autumn

2016

Autumn

2013

Autumn

2014

Autumn

2015

Total fairly/very satisfied

Autumn

2017

93

88

83

77

73

66

65

58

938986787270615393868675697467528877837774766964858381736361566932Slide33

[Headline]

[Second Headline]

[Footnote]

TPS: Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each of the following:

Base: All passengers – 470

Satisfaction with tram staff (%)

Autumn

2016

Autumn

2013

Autumn

2014

Autumn

2015

Total fairly/very satisfied

Autumn

2017

91

89

84

79

74

90

88

81

786989898378709089797371898677717233Slide34

Tram Passenger Survey (TPS) – Midland Metro

Negative experiences during the journey

34Slide35

Negative experiences during the journey: summary

Passengers experiencing a delay to their journey

Average length of delay

(perceived)7

mins

Passengers with worry or concern about others’ behaviour on board

Tram failure*

*Caution: small base (13)

35

Most common cause of delaySlide36

Experience of delays (%)

4 per cent ( ) of Midland Metro passengers experienced a delay

(2016: 6 per cent)

. Average length of delay was 7 minutes ( )

Autumn

2014

Autumn

2015

Autumn

2016

Autumn

2017*

19

10

5

23

6

24

5

6

5

21

28

4

28

013692410151825916022602400242859TPS: Q. Why was your journey delayed? Base: All experiencing a delay – 13 *Caution: small base* ‘No reason given for delay’ not asked in 2013. Its addition could have caused the significant drops in the other factors Autumn201370918711210236N/A*1636Slide37

Worry or concern at other passengers’ behaviour (%)

Autumn

2013

66

7

7

7

2

Autumn

2017

5

7

3

5

5

6

Autumn

2014

Autumn

2013

Autumn

2017*

Autumn

2014

% worried/concerned of other passengers’ behaviour

Types of worrying/concerning behaviour (%)Q. Did other passengers’ behaviour give you cause to worry or make you feel uncomfortable during your journey?Base: All passengers – 483Q. Which of the following were the reasons for [other passengers behaviour causing you concern]? Base: All experiencing worrying/concerning behaviour – 24 (Caution small base) *Not asked in 2013564725Autumn2015Autumn2015All passengers886958Autumn2016Autumn2016Sample size of concerned passengers too small to report upon37Slide38

Tram Passenger Survey (TPS) – Midland MetroPassengers’ suggested improvements

38Slide39

Passengers’ suggested improvements: summary

Q. If something could have been improved on your tram journey today, what would it have been?

Base: All suggesting an improvement

- 223

of Midland passengers in 2016 had no suggestions for improvements

60%

…of the 40% that did, the most common service areas for improvement were:

39Slide40

Selected verbatim comments

40

Trams could be on time. More trams as they're too full. Rails damaged at Dartmouth/Dudley.

The route I take is peak commuting time. There are never any seats and the tram does become overcrowded. It would be great to have more trams running at peak times to alleviate this issue.

Never get a seat -always too full. More frequent trams at rush hour. Not enough car park spaces.

The seats are very hard. People do push to get a seat and as I have a stick, I feel vulnerable. School children could take knapsacks off back instead of knocking me!!

Seating uncomfortable - too hard sitting 40 minutes. Not enough seats. Tram too short. Passengers having to stand, if not get on at Grand Central.

The chairs are very stiff, softer ones would be better. Loss of signal and internet when going through tunnels, some kind of signal booster or relay within the tunnels would help.

More space for bags or laptop bags like on the trains. Wi-Fi (Edinburgh trams have free Wi-Fi on trams - Why don't we?).

Real time tram information on app on mobile. Current Network West Midlands app only has timetabled departures, therefore, unknown of any delays before journey.

Sometimes the tram is too early, which means I miss it and get late for work. The tram should stay at stop until it's due to leave. Very expensive.

The drivers should use the intercom more often to update customers when things go wrong. Get customers to pay.

To have more times for trams between 6am and 8am, as it is always packed.Slide41

Tram Passenger Survey (TPS) – Midland MetroOpinion of trams in the local area

41Slide42

Opinion of trams in the local area: summary

Q.

And how satisfied are you overall with tram services for the following? Base: 392

Q. How would you rate tram services for the following? Base: 459

Bus services in West Midlands (BPS)

N/A*

N/A*

*Not asked in BPS

N/A*

42

General opinion of services in area:Slide43

[Headline]

[Second Headline]

[Footnote]

Satisfaction on the trams generally

Autumn

2016

Autumn

2013

Autumn

2014

Autumn

2015

Total fairly/very satisfied

Autumn

2017

88

87

87

86

77

90

89

89

86

84

897989898889N/A*887989908787N/A*877686859090N/A*90N/A*8983Total good/very goodQ. And how satisfied are you overall with tram services for the following: & Q: How would you rate your local tram services for the following: Base: All passengers – 548 *Not asked before 2016 **Statement changed in 2017 from ‘Punctuality’ to ‘Reliability’.43Slide44

[Headline]

[Second Headline]

[Footnote]

Proposed extensions and Midland Metro Alliance

Q. The Midland Metro has recently been extended into Birmingham City Centre. Are you aware of further proposed extensions? Base: All passengers - 501

Q. Which of the following extensions are you aware of? Base: All aware of proposed extensions - 312

Q. Are you aware of the Midland Metro Alliance? Base: All giving an answer - 501

Awareness of the further proposed extensions (%)

Centenary Square

Edgbaston

Birmingham Eastside

East Birmingham - Solihull

Awareness of extension proposals (%)

Awareness of Midland Metro Alliance (%)

Wednesbury

Brierley

Hill

Wolverhampton City Centre

44Slide45

Tram Passenger Survey (TPS) – Midland MetroAppendix 1: the passenger and journey context

45Slide46

Midland Metro passengers: summary

46

[Headline]

[Second Headline]

[Footnote]

Overview of passenger demographics

Passengers’ postcodes relative to tram network

Disability

12

78

10

Access to private transport

42

42

13

2

Autumn

2016

Autumn

2016

Age

Autumn

2016

48

32

146Slide47

Tram

Bus

Autumn

2017

Autumn 2016

Autumn 2015

Autumn 2014

Autumn 2013

Autumn

2017

Autumn 2016

Autumn 2015

Autumn 2014

Autumn 2013

Age

16-34

43

48

40

50

50

39

44

44

44

37

35-59

35

32

32

27

34

34

29

29

33

40

Over 60

17

14

22

24

17

22

23

22

23

24

Not stated

4

6

6

N/A

N/A

6

4

5

N/A

N/A

Access to

private transport

Easy

42

42

25

32

31

18

16

16

18

17

Moderate

43

42

51

54

50

36

38

34

37

36

Limited/none

11

13

11

12

17

39

40

42

40

41

Not stated

4

2

13

3

2

7

6

7

5

6

Has a disability

Yes

15

12

16

13

12

24

22

21

33

28

Ticket type

Free

pass holders

16

11

21

23

15

25

24

25

28

28

Fare-payers

84

89

79

77

82

72

73

71

72

72

Passenger profile

47Slide48

Where Midland Metro tram passengers live

Q: What is your postcode?

Base: All giving a postcode – 410

Autumn

2013

Autumn

2014

Autumn

2015

Autumn

2016

17

13

23

14

12

9

7

2

1

3

26

15

23

9

5810102281015137104229231725895620448Slide49

Midland Metro journeys: summary (1)

Passenger journey details

Journey purpose

Frequency using trams in area

Commuting

Business

Leisure

5+ days

week

3-4 days

week

1-2 days a

week

Once a

fortnight

Once a

month

Less often

First time

49Slide50

Midland Metro journeys: summary (2)

Tickets used for today’s journey

Free/fare-payers

Fare-payer

Free pass

Single/return 19

Season 61

Other 5

Tram only 37

Multi-mode 63

Purchased ticket via…

Ticket format

Conductor

Tram Operator

Travel Shop

Other

Paper

Photocard

Plastic card

M-ticket

Ticket type

Mode permitted

50Slide51

Midland Metro journeys: summary (3)

Most used tram stops: journey start

Grand Central

19

Bull

Street

12

Priestfield

9

Wednesbury

Parkway

8

Bilston

Central

7

West Bromwich Central

7

Wednesbury

,

Great Western Street

5

Black

Lane

4

Bull

Street19Grand Central13West Bromwich Central13Priestfield6Bliston Central6The Crescent6St Paul’s5Jewellery Quarter3Most used tram stops: journey destinationMode used to arrive at starting stop (all stops)Mode used to travel on from destination stop (all stops)On footCarBusTrainOtherOn footCarBusTrainOther

51Slide52

Midland Metro journeys: summary (4)

Journey direction

Sitting/standing

Weather on day of journey

Dry

Light rain

Heavy rain

Other

Outward

Return

One way only

Had a seat

Stood, would

have liked seat

Stood, happy

to stand

52Slide53

Journey purpose

Autumn

2013

Autumn2017

44

17

1

6

2

14

5

9

2

Autumn

2014

65

2

33

61

1

38

51

14

2

2

1135103551123212663Autumn201566232561522166112Autumn201671227Q. What is the main purpose of your tram journey today?Base: All passengers – 48653Slide54

Frequency of using Midland Metro

Autumn

2013

Autumn2017

52

18

11

4

5

7

3

44

22

15

4

4

9

1

Autumn

2014

51

21

14

3

4

51Autumn20155518132362Autumn2016Q. How often do you typically travel by tram?Base: All passengers – 47854Slide55

Ticket type and modes of transport permitted

Autumn

2013

21

4

17

61

4

0

9

1

34

6

6

15

2

33

1

35

31

20

16

14

55

5

0722775233Autumn201437140223523231167959506133311214Autumn2015Autumn201736237241871163101613447118Autumn2016Q. What type of ticket/pass did you use for this tram journey today? Base: All passengers – 480Q. What modes of transport does your ticket allow you to travel on? Base: All passengers – 49655Slide56

35

3330

01

Method of buying ticket and ticket format

Autumn

2013

Autumn

2017

33

64

2

0

1

30

57

11

0

2

Autumn

2014

Autumn

2015

28

58

13

01Q. How did you buy that ticket or pass?Base: All fare-paying passengers – 372Q. In what format was your ticket? Base: All passengers – 479*Not asked before 2016Autumn20163301916654106N/A*2321261298N/A*2N/A*2930168103N/A*2N/A*2622199144N/A*456Slide57

Grand Central – for New Street

19

14

N/A*

N/A*

N/A*

Bull Street

12

16

N/A*

N/A*

N/A*

Priestfield

9

3

6

17

4

Wednesbury

Parkway

8

3

4

3

5

West Bromwich Central778128Bilston Central73564Black Lake42232Bradley Lane42212Midland Metro stops used by passengers surveyedQ: Were you on your outward or return journey?Q. Did you get a seat on the tram? Q: At which stop did you board/leave this tram?Base: All passengers - 501Boarding*Autumn2013Autumn2015Alighting*Bull Street1913N/A*N/A*N/A*Grand Central – for New Street138N/A*N/A*N/A*

West Bromwich Central

13

7

14

17

12

Bilston

Central

6

6

5

6

4

Priestfield

6

4

3

10

2

The Crescent

6

3

1

2

1

St. Paul’s

5

2

7

3

3

Jewellery Quarter

3

5

3

2

2

Autumn

2013

Autumn

2015

Autumn

2014

Autumn

2014

Autumn

2016

Autumn

2016

Autumn

2017

Autumn

2017

54 per cent of passengers were on an outward journey, 39 per cent on a return and 7 per cent on a one-way trip (2016: 41 per cent, 54 per cent and 6 per cent respectively)

69 per cent had a seat for their whole journey, while 11 per cent said they had to stand but would have liked to have a seat (2016: 71 per cent and 7 per cent)

*Network improvement works meant that Wolverhampton St George’s and The Royal were closed for the duration of fieldwork in 2017

57Slide58

How got to and from the tram stop

* Not asked before 2017

Q: How did you get to/from the tram stop where you boarded/left the tram today?

Base: All passengers - 482

Autumn

2013

Autumn

2017

Autumn

2014

Autumn

2015

Autumn

2016

52

64

1

0

4

1

9

6

6

4

N/A*

N/A*2723741011526110448733N/A*N/A*2825862111536311535362N/A*N/A*3027451211556900744252N/A*N/A*282233002158Slide59

Weather conditions when journey made

Q. What was the weather like when you made your journey?

Base: All passengers - 484

Autumn

2013

Autumn

2017

74

20

2

0

1

2

77

17

2

0

4

1

Autumn

2014

72

23

3

0

21Autumn201568224041Autumn201659Slide60

Reasons for choosing the tram

Q. What was the main reason you chose to take the tram for this journey?

Base: All passengers – 479

Autumn

2013

Autumn

2017

Autumn

2014

Autumn

2015

48

34

28

14

12

11

9

2

2

Autumn

2016

**Not asked in 2013

28

30

136142402262815615342127271671334N/A**360Slide61

Factors preventing more journeys being made

Q. Have any of the following frequently stopped you making journeys by tram? (More than one answer permissible)

Base: All previously using the tram – 326

Autumn

2013

Autumn

2017

Autumn

2014

Autumn

2015

42

35

18

19

11

11

19

4

13

3

4

Autumn

2016

*Not asked in 2013. The addition of ‘Tram network improvement works’ in TPS 2014 could have caused the significant drops in other factors

4030351916101811951332725189820710213947N/A*1810112011125161Slide62

Tram Passenger Survey (TPS)

Appendix 2 – Further details on survey background and method

62Slide63

Methodology – fieldwork

Midland Metro (TPS)

Fieldwork:

18 September to 8 December 2016 (with a gap for half term from 23 October to 29 October)Interviewer shifts: covered all days of the week and ran from 6am to 10pm. Each interviewer worked a three-hour shift; four hour shifts were conducted in a few cases.Method: Choice of paper or online self-completion questionnaireSample size: 501 interviews (447 paper and 54 online)In 2016 fieldwork took place between 26 September to 4 December 2016 Bus (BPS) data for West Midlands (TfWM) area

Fieldwork:

11 September to 17 December 2017

Interviewer shifts: covered all days of the week and ran from 6am to 10pm. Each interviewer worked a three-hour shift

Method: Choice of paper or online self-completion questionnaire

Sample size: 3198 interviews

63Slide64

64

[Headline]

[Second Headline]

[Footnote]

Base definitions: All charts are based on those who gave an answer to an individual question. Those who either left the question blank or said ‘don’t know’ have been excluded from the base. For this reason the base sizes for those charts based on ‘All passengers’ vary slightly between the different charts in this report.

Significant changes are shown at the 95% confidence level. / / symbols are used throughout this report to indicate positive or negative significant changes.

Weighting: this was based on passenger count information collected by the interviewer during each interviewer shift. The weighting matrix used the following weighting cells:

Tram network: (for Manchester

Metrolink

, Nottingham Express Transit and Sheffield

Supertram

this was by line)

Age: 16-25, 26-59, 60+

Gender: male, female

Time/day travelled: weekday peak, weekday off peak and weekend

The full details of the weighting matrix can be found in the TPS Autumn 2017 technical report.

Methodology – data analysis

Waiver

Transport Focus has taken care to ensure that the information contained in TPS is correct. However, no warranty, express or implied, is given as to its accuracy and Transport Focus does not accept any liability for error or omission.

Transport Focus is not responsible for how the information is used, how it is interpreted or what reliance is placed on it. Transport Focus does not guarantee that the information contained in TPS is fit for any particular purpose.Slide65

65

[Headline]

[Second Headline]

[Footnote]

The approach to identifying themes that affect overall passenger satisfaction is split into two stages. At the first stage, we took all 25 individual satisfaction measures from the survey (apart from the overall journey satisfaction) and formed them into themes using a statistical technique known as factor analysis, which groups together those satisfaction measures that are responded to similarly within the data. For instance, where high or low scores are given for measure ‘x’, there tends to be a similar rating for measures ‘y’ and ‘z’, so the ‘factor’ or theme becomes ‘A’. Through this process we identified ten themes, which are shown below, alongside measures that formed each theme:

Theme (factor)

Questions

1 On tram environment and comfort

Sufficient room for all the passengers to sit/stand

The comfort of the seats

The amount of personal space you had around you

Provision of grab rails to hold on to when standing/moving about the tram

The temperature inside the tram

2 Tram stop condition

Its general condition/standard of maintenance

Its freedom from graffiti/vandalism

Its freedom from litter

3 Boarding the tram

The ease of getting on to and off of the tram

The length of time it took to board the tram

4 Timeliness

The length of time you had to wait for the tram

The punctuality of the tram

5 Access to the tram stop

Its distance from your journey start e.g. home, shops

The convenience/accessibility of its location6 Personal safety throughout journeyBehaviour of fellow passengers waiting at the stopYour personal safety whilst at the tram stopYour personal security whilst on the tram7 Cleanliness and condition of the tramThe cleanliness and condition of the outside of the tramThe cleanliness and condition of the inside of the tram8 Smoothness/speed of tramThe amount of time the journey tookSmoothness/freedom from jolting during the journey9 Information throughout journeyThe information provided at the tram stopRoute/destination information on the outside of the tramThe information provided inside the tram10 Value for moneyHow satisfied were you with the value for money of your tram journey?Methodology – themes that are affecting overall passenger satisfaction charts (1)Slide66

66

[Headline]

[Second Headline]

[Footnote]

For the second stage, these themes were then used to identify how much effect each one has on passengers’ rating for overall journey satisfaction, by means of a key driver analysis.

The square diagrams show the proportional influence that each theme has on satisfaction for that area/operator. They should be read like a pie chart where the slices or portions are relative to each other and together add up to 100%. So in the example below, the theme of ‘on tram environment and comfort’ which is shaded red, has the greatest influence on satisfaction, followed by ‘smoothness/speed of tram’, while themes such as ‘boarding the tram’ and ‘information throughout journey’ have relatively less influence here.

This analysis was conducted on fare-paying passengers only, so that the influence of value for money could be included. It also combines data from 2016 and 2017 surveys to increase robustness. The analysis excludes satisfaction measures relating to tram staff; due to differences in staff availability across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been excluded.

There are noticeable and interesting differences in the impact of different themes between the various tram networks.

The process used for Glasgow differs slightly, in that only 24 out of 25 individual satisfaction measures are included in the Glasgow questionnaire. The first stage of the analysis was therefore conducted in isolation from the other networks and produces slightly different themes. A full description is included in the technical report.

Methodology – themes that are affecting overall passenger satisfaction charts (2)Slide67

67

[Headline]

[Second Headline]

[Footnote]

The Midland Metro route mapSlide68

Tram Passenger Survey (TPS) Appendix 3 – Example of standard questionnaire

Individual network questionnaires differed slightly to reflect local geography, presence of conductors and/or ticket machines, ticket types available,

etc

68Slide69

69Slide70

70Slide71

71Slide72

72Slide73

Tram Passenger Survey (TPS) – Midland Metro

Autumn 2017 results

March 2018

Rosie GilesTel: 0300 123 0842 Email: Rosie.Giles@transportfocus.org.ukInsight Team, Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX